BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE TIPS • SILENT VISITORS DO NOT WANT TO BE DISTURBED…. BUT IT DOES NOT MEAN THAT WE DONT HAVE TO TAKE CARE OF THEM. • ALWAYS TRY TO EXPLAIN OUR MAIN LINES AND CURRENT PROMOTIONS. • SILENT VISITORS WILL BECOME CUSTOMERS, IF THEY GET THE RIGHT IMPRESSION. • BEST WAY TO INVITE THEM TO COME BACK IS TO GIVE THEM OUR SEASON CATALOGUE. * LISTEN TO YOUR CUSTOMERS, YOUR GOAL IS TO UNDERSTAND HER NEEDS. * MAKE HER FEEL COMFORTABLE, KEEP A RELAXED CONVERSATION WITH HER. * INTERACT WITH HER TO REFINE HER NEEDS, BUT ALWAYS LET HER EXPRESS HER NEEDS FIRST. * WE WILL NEVER LET HER FEEL WE CAN NOT HELP HER. • WE PHYSICALLY LEAD OUR CUSTOMER THROUGH THE STORE PRESENTING DIFFERENT OPTIONS, ALWAYS MORE THAN ONE. • PAY ATTENTION TO HER REACTIONS ANC REACT ACCORDINGLY. • WE GIVE ARGUMENTS TO SUPPORT EACH OF THE OPTIONS PRESENTED. • WE WILL ALWAYS INVITE CUSTOMERS TO SIT DOWN AND QUICKLY START OFFERING FULL PAIRS TO BE TRIED ON. • TEAM WORK IS ESSENTIAL, ONE OF YOU SHOULD TALK TO THE CUSTOMER AND THE OTHER ONE SHOULD HELP BRINGING IN NEW OPTIONS FROM THE STOCKROOM.
TIPS
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE Sales process: Trying Products This is probably the most important phase of the purchase process, since it will all depends on making our customer feel comfortable and assured of her decision at this crucial stage. First all, let us highlight the fact that no one likes to wait for a while doing nothing, so when our customers sit down waiting for us, we will work on two directions: • Offer them a Season Catalogue by colors and shapes, so that she can have a look at it while we find her style. • Being as quick as possible on bringing her size. In regards to this, it is key to have your stock room well organized, so that you can find any given reference in no more than one minute. So when we check the requested reference in the system ther are two possible scenarios: • The size is available In this case, we will get it from the stockroom straight away to offer it to the customer. In the meanwhile, taking into account your customer size and needs (in terms of color, shapes and mate- rials) if your colleague is available, she should start trying to find any other similar options, as well as the matching handbags, to have them ready in case your customer hesitates about the first option. It is essential to offer both shoes (left and right) at the same time to customers and then, invite her to stand up and walk to the mirror to check the fitting and comfortability of the style.
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE If your customer shows signs of satisfaction with the style she is trying on, we will quickly bring to her the matching Handbag/Accesories, so that she can check her total look at the mirror. It is in this moment, when she is at the mirror, when we have to give positive comments to our customer to reinforce her selection and dispel any doubt, with sentences like: ‘’ I think this looks fabulous on you, Madame’’ ‘’ You look stunning, Madame’’ ‘’This matching bag is a lovely detail’’ ‘’ I think this shoe is exactly what you were looking for’’
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE • The size is not available. In this case, we will have two different scenarios: • Not available at the store and main warehouse. In this case, we will check if there is any close size available at the stockroom (one size smaller or big- ger,ie, if she needs a 39 size we will check if there is any 38 or 40 size for her) to bring it to her so that she can try it on, since this close size could always fit her…. or at least it might help her to decide if she is truly interested in that style. In addition to this, we will also have some more available options ready to bring them in, in case she shows signs of not being fully satisfied about the style she is currently trying. We must keep in mind that even when the size is not available, we will always enter the stockroom to bring some alternatives in (either close sizes or other similar options), avoiding customers getting a NO answer from us.
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE STORE COMMUNICATION Once our visitor let us know what she is looking for, we will proceed with the following phase of the sell- ing process: providing guidance and assistance. At this stage, you have two possible scenarios: • Your customer knows exactly what she needs and requests a particular size to try it on. In this case, we should react quickly, first of all, inviting her to sit down and then getting her size from the stockroom. In the meanwhile, if your colleague is free, she should start looking for matching styles and any other similar shoe available in her size, since we want to be ready to offer other proposals in case she is not 100% sure about the first option. • Your customer has a particular need, but she does not have any specific style in mind. In this case, we have to physically lead visitors through the store, showing every single style that could suit her needs and giving solid arguments to support our proposals, based on our product and trends knowledge.
BASIC ATTRIBUTES OF EXCELLENCE IN THE SERVICE
GUIDELINES IDENTITY GUIDELINES IDENTITY Logo Our logo is the most visible element in our identity; it’s a universal signature for FYOR valuable asset of the brand and transmits the core values of the firm. The logotype is the most relevant representation of the brand in all its communications; therefore its corporative color cannot be modified, unless it is used with its negative inversion. Depending on the application, this logo will go either with the claim ‘Shoes and Handbags’ or just the logo alone. For corporative applications the logo will always go without claim.
LOGO & TYPOGRAPHY Typography The logotype typography is a a redesign of the Vincent Connare The main typography for corporate applications will be TREBUCHET MS. This typography will mainly be used for headlines and the main wording. due to its contemporary character as opposed to the elegancy of the TREBUCHET MS. Both typographies are suitable for wording. TREBUCHET MS 36 TREBUCHET MS 30 TREBUCHET MS 24 TREBUCHET MS 18 TREBUCHET MS 14 TREBUCHET MS 12 TREBUCHET MS 10 TREBUCHET MS 9 TREBUCHET MS 8 6 TREBUCHET MS
CORPORATIVE COLOR CORPORATIVE COLOR PANTON SHADES PANTON SHADES PANTON SHADES 705 C 439 C 4727 C C:25 M:100 Y:100 K:25 C:4 M:11 Y:12 K:0 C:57 M:63 Y:66 K:62 R:150 G:27 B:30 R:241 G:225 B:216 R:73 G:59 B:19 TOYO0809 PANTONE SHADES ARE PANTONE SHADES ARE ACCORDING TOO SOLID COATED ACCORDING TOO SOLID COATED PANTONE SHADES ARE SHADES SHADES ACCORDING TOO SOLID COATED SHADES
PITCURES PICTURES The logo will always be applied on a white background, shaping the image on a white frame so that the image can ‘Breathe’ and the logo is visible enough. The logo will never be applied directly on the image. Image, Wrong Applications
Image, Wrong & Applications Image, Right Applications
OUR BOUTIQUES DUBAI ABU DHABI Dubai Mall DalmaMall F228, 1st Level, Dubai. UAE 104, 1st Level, Abu Dhabi. UAE Contact :-+971 50 180 9821 Contact :-+971 50 184 3250 Dubai Festival City 039, Ground Level, Dubai. UAE Galleria (Al Maryah Island) 11200, 1st Level, Abu Dhabi. UAE Contact :-+971 50 180 7104 Contact :-+971 50 761 2206 Outlet Mall Dubai G15, Ground Level, Dubai. UAE SHARJAH City Centre Al Zahia Contact :-+971 50 179 8208 A119, 2nd Level, Sharjah. UAE Contact :-+971 56 754 3667
CONTACT US Franchise and partnership opportunities, media or general feedback we’d love to here from you. Whether you are looking for more information or have any comments or inquiries feel free to write to us or call us. +971 50 855 2542 www.fyor.ae [email protected]
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